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Helpful AI System for Alerts
What do you like best about the product?
Frame AI has been best at giving us alerts when clients have need help that needs to be escalated to higher intervention
What do you dislike about the product?
Sometimes there are false negatives but the longer we have worked with it, the less we have seen
What problems is the product solving and how is that benefiting you?
This has been very helpful in letting us know when a client is unhappy and we need to step in to figure out how we can better serve our client.
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Frame AI System
What do you like best about the product?
Frame AI has been really helpful to diagnose problems we are having. It saves our team countless hours of scouring tickets to spot potential issues.
What do you dislike about the product?
Sometimes the system produces false negatives, but I believe the overall time saved is worth the inconvenience.
What problems is the product solving and how is that benefiting you?
Frame AI analyzes all of our tickets and allows us to learn of problems quickly.
Data-Driven Insights and Proactive Escalation Intervention
What do you like best about the product?
Frame provides accurate escalation and critical-event monitoring capabilities that allow our leaders to focus on valuable, strategic initiatives and team investment without fear of missing important opportunities to intervene on high severity customer interactions.
What do you dislike about the product?
While Frame has the incredible ability to capture a multitude of client sentiment regarding customer service and different product offerings, filtering out irrelevant or unhelpful verbatims and locating the most significant customer quotes can be a challenge.
What problems is the product solving and how is that benefiting you?
Frame is assisting in the following for our organization:
- Informing stakeholders regarding account sentiment outliers
- Guiding strategic product decisions using cost and sentiment data on key features
- Keeping escalation ratios at an industry low .56%while holding Support team to high CSAT standards
With the data Frame provides, we're able to proactively start and drive discussions with our PDE teams that lead to a deeper understanding of true customer sentiment and pain points regarding our most adopted features. With Frame's Predictive CSAT and Pre-Escalation scores, we're able to identify customer escalations before they happen and get the appropriate resources in the room quicker to resolve high level items of concern for our clients.
- Informing stakeholders regarding account sentiment outliers
- Guiding strategic product decisions using cost and sentiment data on key features
- Keeping escalation ratios at an industry low .56%while holding Support team to high CSAT standards
With the data Frame provides, we're able to proactively start and drive discussions with our PDE teams that lead to a deeper understanding of true customer sentiment and pain points regarding our most adopted features. With Frame's Predictive CSAT and Pre-Escalation scores, we're able to identify customer escalations before they happen and get the appropriate resources in the room quicker to resolve high level items of concern for our clients.
Easy to use
What do you like best about the product?
The customer support is top-notch. I love the people at Frame AI.
What do you dislike about the product?
Its hard to use at times. The lingo is very confusing.
What problems is the product solving and how is that benefiting you?
Helping us identify where the risk and gaps with our end users.
Proactive Services Insights Powered by AI
What do you like best about the product?
We have been working with Frame AI for more than a year now, and we really appreciate their collaboration, professionalism, thorough follow-ups and support. So far, we have calibrated their product for 3 main use cases: Cost to Serve, Escalation Risk and Predicted CSAT, and are very satisfied with the product, which we use on a daily basis.
What do you dislike about the product?
Being a very configurable environment, the initial lift requires some time and collaboration with employees to assess the amount of time spent on different tasks. Fortunately, Frame AI CSM was of great help and guidance throughout this process.
What problems is the product solving and how is that benefiting you?
Since their product allows us to bring data points into other systems such as Salesforce CRM, we were able to build custom alerts in our system of choice to proactively review Support cases based on the above use cases. It also allows us to provide additional visibility to Support agents directly on their cases, allowing them to adjust their customer interactions quickly if needed.
In terms of Cost to Serve, their highly customizable product factors allowed us to start looking into outliers quickly; cases that cost us more time and money to support than the average can now quickly trigger a collaboration discussion with other teams such as R&D, including actual data points from Frame AI to add weight to the conversation. Relying on the signals they detect is much more reliable than estimates from the Support agents themselves in the end. Within a year, this approach allowed us to lower our cost to serve by 24% (so far!)
Escalation Risk alerts combined with other minor adjustments allowed us to reduce escalation requests by almost 50%. Proactively reviewing cases with experts and helping Support agents proactively also has a positive impact on the overall customer satisfaction, which went up by 4.2% in the last year.
Predictive CSAT is based on signals collected on ALL Support cases received, versus the 15% of formal transactional survey responses we receive from customers. Both scores are aligned within 1% difference, which means we can trust the value predicted by Frame AI and be more confident in showing up this value to leadership as it is based on much larger scale than actual surveys.
They are introducing Case Summary capabilities through AI, which we trialing at the moment and are very satisfied with the results, which also include coaching tips for the agents based on the case interactions. Once again, those data points are made available to us, so we can reuse them in our Reporting, automations, continuous improvement initiatives and transparently display it to Support agents as well.
In terms of Cost to Serve, their highly customizable product factors allowed us to start looking into outliers quickly; cases that cost us more time and money to support than the average can now quickly trigger a collaboration discussion with other teams such as R&D, including actual data points from Frame AI to add weight to the conversation. Relying on the signals they detect is much more reliable than estimates from the Support agents themselves in the end. Within a year, this approach allowed us to lower our cost to serve by 24% (so far!)
Escalation Risk alerts combined with other minor adjustments allowed us to reduce escalation requests by almost 50%. Proactively reviewing cases with experts and helping Support agents proactively also has a positive impact on the overall customer satisfaction, which went up by 4.2% in the last year.
Predictive CSAT is based on signals collected on ALL Support cases received, versus the 15% of formal transactional survey responses we receive from customers. Both scores are aligned within 1% difference, which means we can trust the value predicted by Frame AI and be more confident in showing up this value to leadership as it is based on much larger scale than actual surveys.
They are introducing Case Summary capabilities through AI, which we trialing at the moment and are very satisfied with the results, which also include coaching tips for the agents based on the case interactions. Once again, those data points are made available to us, so we can reuse them in our Reporting, automations, continuous improvement initiatives and transparently display it to Support agents as well.
Frame.ai - Leveling up your support insights
What do you like best about the product?
There are two things that I like most about Frame.ai:
1. The power and flexibility of the tool. I'm continuously impressed with the ability of the tool to adapt to our numerous needs as a business. They always seem to be ready to jump into a new challenge no matter what we throw at them.
2. The people at Frame.ai are exceptional partners. They've been supporting us for years and have been huge advocates and allies during this time. We've come to them with many different use cases and they haven't shyed away from any challenge yet.
1. The power and flexibility of the tool. I'm continuously impressed with the ability of the tool to adapt to our numerous needs as a business. They always seem to be ready to jump into a new challenge no matter what we throw at them.
2. The people at Frame.ai are exceptional partners. They've been supporting us for years and have been huge advocates and allies during this time. We've come to them with many different use cases and they haven't shyed away from any challenge yet.
What do you dislike about the product?
The tool can be difficult to configure and interpret without help. Thankfully, this hasn't been much of an issue for us as the Frame team has always been willing to assist.
What problems is the product solving and how is that benefiting you?
Frame is helping to analyze our support tickets and make recommendations about what we should do in specific circumstances. Truly, that's just the tip of the iceberg: Frame also assists us with automations and alerts on potentially challenging tickets. They're plugged into our core business practices in ways that help ensure that we don't miss things on the support side.
Top-notch AI-driven feedback tagging and acting, though time-consuming to customize and set up
What do you like best about the product?
I demoed Frame against a number of other AI / NLP-driven feedback tagging tools, and none came close to what Frame can detect and accurately analyze in a detailed feedback submission.
What do you dislike about the product?
Setting up Frame to correctly work with your feedback (assuming any level of complexity) will take time, though the customer success + onboarding team is fantastic. The scores dashboard and visuals aren't exactly the easiest to navigate or look at. Loading times can be significant depending on your user traffic.
What problems is the product solving and how is that benefiting you?
Tagging and acting on product feedback across a number of feedback channels, at scale. Benchmarking and baselining complex areas / features within our product and ensuring we act on those causing the most user friction.
Gaining immediate awareness of the bumps in the road
What do you like best about the product?
One of the most useful features I find is the ability to auto-tag phrases as this removes a huge amount of manual effort to figure out what customers are asking and why. Such as customer escalation requests, when a customer requests an escalation, our leadership is notified right away via a Slack itegration.
What do you dislike about the product?
I dislike some of the user interface customization and interactivity, it's a little confusing at times. However, the frame team has always been more than willing to help guide us along whenever we get stuck
What problems is the product solving and how is that benefiting you?
The main problem Frame AI solves is the manual effort of reading each and every case to establish a trend or to find that needle in the haystack. Finding out how many customers experienced log4j issues for example, or how often are customers getting stuck performing a particular task. Typically the keyword search combined with some custom tags gets you the information you need - quickly.
A Still Growing Product with Exceptional Service and Support
What do you like best about the product?
The flexibility of the product and the types of insights we can search for is astounding! Alongside their exceptionally engaged success team, it's like having our own in-house data team who is available just for us.
What do you dislike about the product?
The product itself is still finding its feet. It's frequently difficult to easily read or find the things we're looking for, and it's clear they are still figuring some things out in terms of a precise market fit, and what they want to be delivering.
What problems is the product solving and how is that benefiting you?
Frame is helping us find and articulate narratives, pains, and patterns that we could only speak to anecdotally before. In combination with their powerful ability to plug directly into systems and processes, it really feels like the sky is the limit!
Really good, powerful Insights
What do you like best about the product?
Showcases opportunities for us to improve from a Support perspective in unlimited ways. Highly customizeable and the account team is fantastic as well.
What do you dislike about the product?
The UI could be more intuitive and helpful.
What problems is the product solving and how is that benefiting you?
Helping us understand where the pain is and how we can adjust our systems and processes to better target self-service.
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